Buyer Protection

When you pay for an order, the money does not go straight to the seller. We hold it until the order is delivered and you have had the chance to say whether it arrived as described. Only then does it move into the seller’s available balance.

If you say nothing, the payment releases automatically 48 hours after delivery.

A courier cannot complete a delivery on their word alone. They need a four-digit code that only you have, and they must photograph the handover. Both are stored against the order permanently.

Never give your delivery code to anyone before the courier is standing in front of you.

You are covered when:

— your order never arrives;
— what arrives is not what was described or pictured;
— it arrives damaged;
— you were charged the wrong amount.

Report it from the order page within seven days of delivery, or of the date it should have arrived. Photographs help, and you can attach them.

Reporting a problem freezes the seller’s payment for that order immediately. We ask the seller to respond, look at the delivery photograph, the codes and the timestamps, and decide.

If your claim is upheld we refund you — in full, or in part where only some of the order was affected — to the method you paid with. If it is not upheld, we explain why and release the payment to the seller.

Changing your mind after delivery; damage you caused; an address you entered incorrectly where the courier delivered to it anyway; and anything bought or paid for outside Musika. If a seller asks you to pay them directly, refuse and tell us — you lose every protection on this page.

Paying cash means checking your parcel at the door. The courier records the amount actually handed over. Once you have paid cash and given the code, the same seven-day claim window applies, but it is much harder to establish what was in the parcel — so open it before you pay where you can.